SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Comply with service levels as set out in a Contact Centre Operation 
SAQA US ID UNIT STANDARD TITLE
10313  Comply with service levels as set out in a Contact Centre Operation 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-06-30   2029-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of intermediate level service within the Contact Centre industry.


The qualifying learner is capable of:
  • Demonstrating an understanding of company specific service levels.
    Meeting and maintaining service levels. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent.
    Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. 
    		•

    UNIT STANDARD RANGE 
    This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate an understanding of company specific service levels. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. All relevant service levels are explained. 

    ASSESSMENT CRITERION 2 
    2. The purpose of service levels is described and explained. 

    ASSESSMENT CRITERION 3 
    3. The requirements of all relevant service levels are listed, described and
    explained. 
    ASSESSMENT CRITERION RANGE 
    Service levels include but are not limited to management, information systems, information on systems and wall boards, sign on time, abandoned rate etc., shift changes.
     

    SPECIFIC OUTCOME 2 
    Meet and maintain service levels. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Relevant company specific levels are implemented. 

    ASSESSMENT CRITERION 2 
    2. Implementation processes are monitored to ensure compliance. 

    ASSESSMENT CRITERION 3 
    3. Service level timeframes and targets are consistently met as per company specific requirements. 

    ASSESSMENT CRITERION 4 
    4. Potential constraints in meeting and maintaining service levels are identified
    and evaluated. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A broad understanding of Windows, Word and Excel operating systems.
  • An in-depth understanding of product and industry specific knowledge.
  • A general understanding of call centre specific service levels.
  • A basic understanding of reading and interpreting management information systems. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others in the achievement of service level requirements. 
    		•

    UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and activities responsibly and effectively in responding to and achieving service level requirements. 
    		•

    UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to the compliance of service levels. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively by demonstrating an application of the understanding of relevant service level agreements in relevant medium desired by client. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels impact on the overall success of the organisation. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
  • In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: developing entrepreneurial opportunities while complying with service levels. 
    		•

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  93996   Further Education and Training Certificate: Contact Centre Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  78964   Further Education and Training Certificate: Information Technology: Technical Support  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 
    Core  21791   National Certificate: Contact Centre Operations  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2009-05-05  Was SERVICES until Last Date for Achievement 
    Core  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. Academy at Vaal Triangle (AVT 
    2. Affirmations Training 
    3. Africa Learn (Pty) Ltd 
    4. Afrika Tikkun NCC 
    5. Amilak Training Center 
    6. ATTI Nelspruit Pty Ltd 
    7. Atvance Institute (Pty) Ltd 
    8. Balefile Trading and Services 
    9. Basadipele Skills Development and Training 
    10. Bells Technical College 
    11. Brainwave Projects 1430 cc 
    12. Careers IT 
    13. Clean Heat Academy 
    14. College Africa Group (Pty) Ltd 
    15. Columbus Consulting Pty Ltd 
    16. Common Vision Young Specialist Trading cc 
    17. CSL Accountants 
    18. CTU Training Solutions 
    19. Dee's Training (Pty) Ltd 
    20. Delight Computer Training 
    21. EAST LONDON MANAGEMENT INSTITUTE 
    22. ED-U Options Academy 
    23. Ekasi IT Solutions Centre 
    24. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    25. Elchees Software Solutions 
    26. Epitome Villa (Pty)Ltd 
    27. Eshybrand Pty Ltd 
    28. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    29. Finweb Business Consultancy 
    30. Foster-Melliar (Pty) Ltd 
    31. Fourways Private College 
    32. Futurekids SA (Fochville) 
    33. Global Institute for Capacity 
    34. HILLCROSS BUSINESS SCHOOL (PTY 
    35. Hlanganani ICT (Pty) Ltd 
    36. Home of Compassion/Grace Ministries 
    37. HUAWEI Technologies Africa (PTY) LTD 
    38. Ikusasalethu Youth Development Project NPC 
    39. iLearn Corporate Services PTY LTD 
    40. Information Technology Resource Centre 
    41. IT Academy 
    42. IT-HI-Q Training (PTY) Ltd 
    43. Jeppe College of Commerce and 
    44. K Boneng Consulting Services P 
    45. KT Mobile Services 
    46. LETAGO DEVELOPMENT CONSULTING 
    47. LIMPOPO COMPUTER COLLEGE BK 
    48. Loomee Group 
    49. Makhophila Training 
    50. Malope It Solutions (Pty) Ltd 
    51. Mash Computer Training 
    52. MBOWA COLLEGE PTY LTD 
    53. Metanoia Ratings PTY LTD 
    54. MMELA VILLAGE TECHNOLOGIES (PT 
    55. Mogapi Education Group (Pty) Ltd 
    56. Moving Ahead Development Agenc 
    57. Mpande Technologies cc 
    58. Mufuka Business and Technical 
    59. NBC Technologies 
    60. NCC - Vereeniging 
    61. Nolwazi Stem Education for The 
    62. Ntandokazi Holdings Pty Ltd 
    63. Nyathela Business College 
    64. Olrich Home of Technology 
    65. On the Ball College Pty ltd 
    66. OPELONG BUSINESS INSTITUTE (PT 
    67. Polokwane Technology Institute (Pty) Ltd 
    68. Pretoria Technical College 
    69. Priha Projects Pty Ltd 
    70. Progressive School of Business 
    71. Prophesy Training College (Pty) Ltd 
    72. QUALITATIVE INNOVATIVE SOLUTIONS 
    73. QUARPHIX (PTY) LTD 
    74. Richfield Graduate Institute of Technology Pty Ltd 
    75. Rostec Technical FET College (Pty) Ltd 
    76. Sabile Human Resources Consult 
    77. SANDM IT TRAINING (PTY) LTD 
    78. Silulo Ulutho Technologies 
    79. Spears Business and Life Couch Consulting (Pty) Ltd 
    80. Spina Consultancy 
    81. SPLS Consultants (Pty) Ltd 
    82. SUCCESS BUILDERS INTERNATIONAL CC 
    83. SUPREME ICT CONSULTANTS 
    84. Techtisa (pty) Ltd 
    85. Terry Computer Services cc 
    86. The Finishing College (Pty) Lt 
    87. Think Tank T2 (Pty) Ltd 
    88. Titan Trade Technologies 
    89. Tlou Foundation College 
    90. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    91. TSP COLLEGE 
    92. Ukwazi Academy and Corporate S 
    93. Varsity Institute of Science & Technology (Pty)Ltd 
    94. Visionary Skill Academy 
    95. VSS College (Pty) LTD 
    96. Vukani Solutions 
    97. VUTHLARI MARKETING CONSULTING 
    98. Wellinkwise Pty Ltd 
    99. Whitestone College 
    100. Working Solution International 
    101. Xylo Trading 12 (Pty) Ltd 
    102. YITRO INNOVATIONS 
    103. Yonet Training Academy 
    104. ZA WIT (PTY) LTD 
    105. Zikode Development Trust 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.